Estimation of the European Customer Satisfaction Index: Maximum likelihood versus partial least squares. Application to postal services

Total Quality Management and Business Excellence

Volumn 15, Issue 9-10, 2004, Pages 1231-1255

  O'Loughlin, Christina ^a   Coenders, Germà ^b  

^a ST VINCENT S UNIVERSITY HOSPITAL   (Ireland)

^b UNIVERSITY OF GIRONA   (Spain)

Author keywords

European Customer Satisfaction Index (ECSI); Maximum likelihood; Missing data; Partial least squares; Robust statistics; Structural equation models

Indexed keywords

EID: 8644240349     PISSN: 14783363     EISSN: None     Source Type: Journal    
DOI: 10.1080/1478336042000255604     Document Type: Article

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